Business Advisory Senior Analyst-Messaging

Accenture; Hyderabad City Taluka; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A global professional services company is looking for a Business Advisory Senior Analyst to ensure quality across service operations. The ideal candidate will have 5-8 years of experience, strong analytical skills, and attention to detail. This role involves monitoring performance, ensuring compliance, and reporting on quality metrics. It's an individual contributor position that may require working in rotational shifts.

Qualifications

• 5 to 8 years of experience in related fields.
• Experience in auditing support functions or program processes.
• Strong understanding of workflows and operational guidelines.

Responsibilities

• Monitor performance and ensure adherence to quality standards.
• Review operational outputs and report on quality.
• Support teams in applying SOPs correctly.

Skills

Attention to detail

Analytical skills

Objective decision-making

Good communication

QA practices knowledge

Compliance evaluation

English language competency

Education

Any Graduation

Job description

Skill required

Next Generation Customer Operations - Service Desk Non-Voice Support

Designation

Business Advisory Senior Analyst

Qualifications

Any Graduation

Years of Experience

5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com

What would you do?

We are looking for a detail-driven and process-savvy Quality Assurance & Control Specialist to ensure operational excellence across all service lines, including customer support, escalation handling, project support, and program maintenance. This role is responsible for monitoring performance, identifying deviations from quality standards, ensuring adherence to client SOPs, and driving continuous improvement in both delivery and process outcomes.

As a Quality Assurance & Control Specialist, you will act as the gatekeeper of quality across the entire service lifecycle. You will review operational outputs, monitor processes, identify gaps or inefficiencies, and ensure that all activities meet predefined quality standards and client expectations. This role demands a strong understanding of workflows, exceptional attention to detail, and the ability to balance compliance with operational flexibility. Your work directly contributes to sustaining client trust and internal accountability.

What are we looking for?

• High attention to detail and commitment to accuracy
• Strong analytical skills and the ability to identify root causes of quality lapses
• Objective decision-making and the confidence to flag quality risks
• Good written and verbal communication for reporting and stakeholder feedback
• Prior experience in auditing support functions, escalations, or program processes
• Familiarity with standard QA practices, error tracking, and process compliance Audit process knowledge
• Compliance evaluation
• Cross-functional scalability
• English language competency
• Shareholder communications Framework creation and documentation

Roles and Responsibilities

• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts
• Quality Oversight Across Functions
• Monitor and audit service delivery quality across support cases, escalations, project deliverables, and maintenance activities
• Assess whether actions taken align with operational guidelines and quality standards
• Review documentation for completeness, accuracy, and compliance
• Process Compliance & SOP Adherence
• Ensure all workflows strictly follow the client’s standard operating procedures (SOPs)
• Flag inconsistencies, non-compliance, or deviations in handling cases, requests, or reviews
• Support teams in interpreting and applying SOPs correctly in complex or edge cases
• Quality Reporting & Insights
• Generate regular quality performance reports with actionable insights and recommendations
• Track metrics like error rate, compliance score, corrective actions taken, and re-audit rates
• Partner with operations leads to implement quality improvement plans
• Ability to identify patterns, causes of failure, and recommend preventive actions, create CAPA, RACI, RCA
• Training & Feedback Loop
• Share quality trends and error insights with relevant teams to drive awareness and learning
• Contribute to refresher trainings and onboarding materials based on recurring quality issues
• Support calibration sessions to maintain consistency in quality standards across reviewers